Gartner Research

Market Trends: Business Process Outsourcing, North America, 2004

Published: 18 January 2005

ID: G00125523

Analyst(s): Robert H. Brown, Lisa Stone


The North American business process outsourcing market will grow rapidly in 2005, approaching $77 billion. In response, vendors have accelerated process innovation, delivery capabilities, acquisitions and alliances.

Table Of Contents
  • Executive Summary
    • Introduction
    • Study Objectives
    • Methodology
    • Key Findings and Highlights
    • Recommendations
  • Methodology and Respondent Demographics
    • BPO Definition
    • Sample Demographics
    • Related Documents
  • Market Conditions and Demand Drivers
    • Interest in BPO is Solid, Supply Remains Immature
    • Vendor Drivers and Initiatives
  • Selling and Marketing BPO
    • Direct vs. Indirect Selling
    • Consultative Sales
    • BPO Influencers and Third-Party Advisors
    • BPO Selection Criteria
    • Upselling/Cross-selling BPO
    • BPO Market Segmentation
  • Contracting Trends in BPO
    • BPO Contract Duration
    • BPO Contract Size
    • BPO Pricing Models
    • BPU Contracts
    • Benchmarking and Measurement a Best Practice
  • BPO Delivery Strategies
    • Offshore BPO Morphs Into Global Sourcing
    • Transfer of Staff and Assets
    • Technology Platform
  • Future Challenges
  • Vendor Recommendations
  • Report Glossary

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